Are You in the Right Markets?
Optimize your delivery experience to best align with your business objectives.
GEO OPTIMIZATION GUIDE
A business revolution is taking place. From retail to financial
services to healthcare (and every industry in between), the global
economy and its workforce is
undergoing a seismic shift.
To ensure you’re delivering sustainable and efficient CX
solutions, you need to leverage a scalable, flexible workforce—via a
provider you trust—that’s available
from anywhere at any time.
But what’s the next step for you to take your business from good to
great? The answer: start with an
evaluation of your delivery mix.
Smart Sourcing Tips
The time to evaluate your delivery mix is now. What are you waiting for?!
Choosing the right blend of flexibility,
scalability, and talent is essential for successful business continuity, continued brand loyalty, and a great experience for your customers.
Keep an Open Mind
In the future, 70-75% of a client’s outsourcing mix will be Brick & Mortar, and 25-30% will be Work-at-Home.1
70-75%
30%25-
Are You in the Right Markets?
Smart Sourcing Tips
Knowing where your customers need support—and in what language
& on what channel—is critical to ensure alignment with market insights and expertise. Finding the right balance between these priorities can be challenging; trust us, we know there is no one-size-fits-all answer!
Keep an Open Mind
Are You in the Right Markets?
Smart Sourcing Tips
Approach Sourcing Decisions With an Open Mind
Let your Customer Experience provider understand your current and future needs and allow them to guide you to the best solution for your customers and your business. In your evaluations, be sure to consider the following:
Cultural Affinity Talent
Infrastructure
Market Maturity
Risk Tolerance Cost
Are You in the Right Markets?
Smart Sourcing Tips
Support Channels
Look for what you need:
Voice, chat, email, video, text, social support.
Size of Your Operation
Consider today, but also look into the future.
Strategy
Check: Does your potential CX partner’s objectives match well
with your own?
Culture Of The Company
What are the values that your partner must embody to uphold
your brand?
Timeline & Seasonality
Assess your critical hours of operation: Are there seasonal
peaks and valleys?
Footprint Of Current Support
Consider your volume, types and complexity of the work.
Languages Required
Evaluate the languages that you need, and also consider
sensitivity to accents and dialects.
Risk
Gauge your comfort level with geo-political, time zone, language, or cultural barriers.
Future-Proof Your Workforce
As you begin to narrow your search, there are also plenty of location-specific considerations to make, such as:
Are You in the Right Markets?
Smart Sourcing Tips
Depending on your responses to these details, you’re likely to be better suited for one or more markets.
For instance, if your work is highly complex, but you have a limited tolerance for risk and are not hugely sensitive to price, keeping your operations onshore will provide great peace of mind and allow you to focus on the core aspects of your business.
On the other hand, if price sensitivity is a driving force, and you have a large footprint to support, offshoring may be the most effective solution.
Meanwhile, if you find yourself somewhere in the middle—needing a cost-effective solution, with multiple options for language support—it may be best to keep your operations nearshore in a region with similar time zones and a close
cultural connection.
And finally—don’t forget work-at-home!
Are You in the Right Markets?
Smart Sourcing Tips
Location, Location, Location
Real estate agents have been telling us this for years!
When buying a house, location is a supremely important consideration.
Will it suit your lifestyle? Is it in an area that is appreciating in value?
And most critically, does it
have a pool?
In the same way, selecting
the location for your operations
is just as important.
Asia-Pacific locations are ideal to provide scalable, cost-competitive solutions for companies looking to globalize their business.
Asia-Pacific: Offshore Solutions that Make You Feel Right at Home
Are You in the Right Markets?
Location, Location, Location
Superb price- to-performance
Highly scalable workforce
Ideal for off-peak, back-office work
Solid brand reputation and successful ‘recruitment engines’
allows for rapid, scalable talent sourcing
Expertise in multi-lingual Asian language support
Diversification and decentralization into new-wave cities
© 2021 Alorica Inc. All rights reserved.
Physical proximity and cultural similarity with the U.S. enables an even better delivery of insanely great experiences to customers
Latin America & The Caribbean:
Cost-Effective Outsourcing Solutions, Closer Than You Think
15 Mid-range
cost advantage
Multi-lingual, educated workforce ideal for technical work
Close physical proximity and cultural similarity to the U.S.
An array of locations with different cost structures provide
a broad range of rate options
Multi-lingual hub for European and Asian languages, including Spanish, Portuguese, English,
French, Mandarin, Korean, and more
Secure infrastructure with strong internet connectivity and
government funded education, literacy programs, and finishing
schools for contact centers
Political stability among the multiple countries and governments of LATAM decreases
the exposure to sudden changes in the industry’s economics and
delivery options
Lower risk from natural disasters that impact our business with
redundancy from a business continuity perspective OLÁ!
HELLO!
Are You in the Right Markets?
Location, Location, Location
Strong support for multiple languages
Ideal for highly complex,
technical work
Well-developed infrastructure with information security and privacy regulations
in accordance with EU legislation HELLO!
SALUT
こんにちは
Typically great tax benefits
Salaries are often above market average, ensuring
high fill-rates and fast ramps in short timeframes
With the ability to deliver agile and adaptable workforces that satisfy a variety of program sizes and requirements, European destinations are ideal for providing fast,
flexible solutions.
Are You in the Right Markets?
Location, Location, Location
Europe: Fast, Flexible,
Multi-Lingual Solutions
North America: Exceptional Solutions, Right Here at Home
Premium delivery experiences
Expertise in complex voice, non-voice and
back-office work
Strong, geographically- diverse locations
Established workforces with experience in complex, highly-
regulated work types
Broad range of cost options, time zones and business
continuity logistics
Secure, “work anywhere”
flexibility and speed-to-market Are You in the Right Markets?
Location, Location, Location
The Power of
Work-at-Home
Solutions built for the distributed workforce.
Finding Balance in These Unsteady Times
Work-at-home solutions are critical for
long-term business stability and continuity.
Continued risk to the consumer, economic, and political environment changes require ongoing and elevated business continuity
plans that don’t just consider brick-and-mortar.
Are You in the Right Markets?
The Power of Work-at-Home
Working from home is a great solution for every business.
Yes, you read that right!
Average client outsourcing mix in the past 15+ years4
An End-to-End Solution Built for the Distributed Workforce
98% 95% 70% Brick & Mortar
Work-at-Home
72% of companies didn’t have experience with Work-at-Home outsourcing before COVID-193 More than 52% of the U.S.
workforce is expected to participate in the Work-at- Home/gig economy by 20232 Are You in the Right Markets?
The Power of Work-at-Home
Work-at-Home Meets Brick & Mortar
Rather than a separate solution, work-at- home delivery works best when layered into your existing brick-and-mortar locations. The best work-at-home solutions are end-to-end and are built for a distributed workforce.
Are You in the Right Markets?
The Power of Work-at-Home
The Future Demands a Work-At-Home Strategy
Consider the following when evaluating your existing work-at-home set-up.
Do you have:
The ability to the right talent for the
right type of work that can be sourced
from anywhere?
Happier, more experienced agents?
Cloud-based architecture that enables redundancy
in dynamic market conditions?
The ability to quickly flex your workforce for seasonal demands and unusual call arrival
patterns?
Are You in the Right Markets?
The Power of Work-at-Home
If you answered no to these
questions, what are you thinking?!
It’s time to consider adding work-at-home solutions to
your delivery mix!
Smart Sourcing Builds Long-Term Success
And let’s face it, long-term success is what you’re looking for, right?
Of course, the most impactful element of effective outsourcing is the connection you forge with your Customer Experience provider. Like any successful relationship, you’re going to spend a lot of time together: you’ll laugh together, you’ll cry together, and if it all goes well, you might even introduce them to your family!
If you trust the company you choose, taking the journey together will be easier.
The Relationship Matters Most
Are You in the Right Markets?
Smart Sourcing Builds Long-Term Success
Look for a BPO provider that can help you achieve balance between the priorities of delivering an effortless, effective, and engaging interaction for customers, while meeting your objectives and driving results. Make sure they are willing and able to do what it takes and stand to share in both the risks and rewards of delivering on those goals.
A mutually beneficial partnership is the best way to drive the experience you want for your customers. And leaving the last slice of pizza never hurts either.
Where Balance Meets Ballast
Are You in the Right Markets?
Smart Sourcing Builds Long-Term Success
How you manage the relationship with your provider will make a huge
difference in the results you achieve. Everyone needs their space, so if you’re too prescriptive, you may stifle creative problem solving and restrict the
benefits you can glean from your partner’s broader industry experience.
An experienced outsourcing partner’s ability to draw solutions to parallel challenges and bring them to bear on your business is one of the primary values they offer.
Partnership is a Two-Way Street
Are You in the Right Markets?
Smart Sourcing Builds Long-Term Success
Don’t Fear Cutting the Strings
Similarly, your approach directly impacts your customer’s experience with your
brand. The trust you put in your outsourcing partner directly correlates with their ability to attract & retain the type of talent that will
deliver for you. According to a recent employee engagement benchmark study by the Temkin Group, highly engaged employees are nearly 6 times more committed to helping their organization succeed and 5 times more likely to refer someone for a job.5
Are You in the Right Markets?
Smart Sourcing Builds Long-Term Success
Conclusion
Now more than ever is the time to source smartly and work with an efficient, capable
partner that you can trust. Unfortunately, it’s not as easy as just swiping right. You’ll have to share your vision, share your desired
outcomes, and let your BPO provider work
with you to achieve these goals.
Give your Customer Experience
provider the ability to steer you
to the locations, technology, and
employee culture that will deliver
the customer experience you need.
Build loyal customers. Grow your business. Go! Partner! Win!
For more information—and to get started on transforming your company—call 866-ALORICA or email sales@alorica.com.
About Alorica
Alorica
Are You in the Right Markets?
About Alorica
Okay, it’s time for the rundown: Alorica is a leading provider of Business Process Outsourcing solutions that span the entire customer lifecycle. All right, now that we’ve got that out of the way, here’s the deal—we think serving customers is awesome. That’s why, when it comes down to it, we really only do one thing—we make lives better…
one interaction at a time.
PASSION • PERFORMANCE • POSSIBILITIES These are the three principles that guide us in helping others make better choices and informed decisions. They’re more than words; they’re our rally cry.
PASSION
Everything starts with conviction. A
problem solvers. Question answerers.
Strategic dreamers. We see every interaction as an opportunity to create opportunities—for our customers, our clients, our colleagues and our communities.
PERFORMANCE
We’re 110% committed to the end result.
Onward and upward, it’s all about taking our clients to the next level. We stay engaged.
We mine new sources of inspiration. And we give it our all, no matter the challenge. They say go big or go home. We don’t believe in the latter.
POSSIBILITIES
100,000 employees. Operations in 15 countries. Over 70% of our clients are
Fortune 500 companies. So where do we go
We’re always innovating, evolving, imagining new ways to continuously improve. Some see the sky as the limit. We see the sky as a stepping stone.
WHAT’S IN OUR SECRET SAUCE?
A spoonful of customer care. A dash of content moderation. A pinch of digital transformation. Equal parts omnichannel, customer retention and automation.
Financial services and Healthcare solutions, for sweetness. And finally, hosted contact center solutions, direct response, and back office processing for that added kick.
Guess it’s not so secret anymore, huh…
1 NelsonHall
2 https://fortunly.com/statistics/gig-economy-statistics/#gref
3 https://www.gartner.com/smarterwithgartner/future-of-work-from-home-for-service-and-support-employees/
4 https://www.slideshare.net/RichardDumas/the-future-of-virtual-contact-centers, https://fortunly.com/statistics/gig-economy- statistics#gref
5 https://www.enterpriseengagement.org/articles/content/8290660/temkin-releases-employee-engagement-benchmarking-report/
Bibliography
Are You in the Right Markets?
About Alorica
